Qualified Remodeler Magazine

JUL 2017

Qualified Remodeler helps independent remodeling firms to survive, become more professional and more profitable by providing must-have business information, namely best business practices, new product information and timely design ideas.

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2017 T O P S AT I S FAC T I O N D R I V E R S
S AT I S F A C T I O N T R A I T
2017
P E A R S O N
C O E F F I C E N T
2016
P E A R S O N
C O E F F I C I E N T
2017
P E RC E N T
C H A N G E
Problem Resolution
" The staff at remodeling company addresses and
resolves problems effectively."
0.793 0.766 3.63%
Trust
" I trust remodeling company to follow through
on commitments."
0.777 0.787 -1.25%
Value
"I feel I am receiving a fair value for my money."
0.770 0.740 4.09%
Professional & Organized
" My remodeling company is organized and
professional."
0.760 0.742 2.34%
Employees Professionalism
" The employees of my remodeling company are
professional and courteous."
0.694 0.666 4.22%
Quality Of Workmanship
" I am satisfied with the quality of the workmanship."
0.691 0.651 6.08%
Communication
" The staff at my remodeling company
communicates with me effectively."
0.681 0.681 0.00%
Work Done Right
"My work was done right the first time."
0.662 0.651 1.74%
Construction Quality
" I am satisfied with the quality of materials
and workmanship."
0.661 0.666 -0.66%
Expertise
" My remodeling company had the necessary
expertise to build my project."
0.654 0.601 8.87%
Installation Crew
" My remodeling company installation crew was
organized and professional."
0.627 0.619 1.24%
Punchlist
'The punchlist was completed in a timely manner."
0.623 0.686 -9.13%
Quality Of Materials
"I am satisfied with the quality of materials used."
0.576 0.564 2.09%
Schedule
" My remodeling company adhered to our agreed
upon schedule."
0.569 0.551 3.21%
Budget
" My remodeling company worked within our budget
and kept costs in line."
0.535 0.518 3.30%
Employees & Subcontractors
" The employees and subcontractors of my remodeling
company are professional and courteous."
0.526 0.480 9.62%
Sales Knowledge
" My salesperson was knowledgeable and helpful
regarding my project."
0.513 0.534 -3.92%
Clean & Safe
"The jobsite is kept clean and safe."
0.496 0.480 3.30%
Salesperson Professionalism
"My salesperson was on time and professional."
0.392 0.415 -5.57%
ree years ago, GuildQuality also provided us with a list of custom-
er satisfaction leaders. ese are remodelers and home improvement
professionals whose exemplary scores, year in and year out, make them
worthy of both recognition and study. As in years past, this year we
offer the customer satisfaction stories of 60 firms who supplied their
best advice for success in creating happy clients and profitable streams
of referrals.
is year we've added a third key tool to the mix—a summary across
all remodeling job types of the most important factors in creating happy
clients. at table, shown right, is a ready-made roadmap that remodelers
can use in their business right away—even if they are just starting their
customer-satisfaction journey.
e goal in presenting this information is threefold: increase the
stature of customer satisfaction as a business building block, provide
hard data that proves the correlation of other factors that drive satis-
faction beyond price and quality, and finally to flesh out those drivers
over many different job types. is customer satisfaction report checks
all the boxes to remove any potential guesswork.
|
EDITOR'S NOTE: We asked each of the 60 firms highlighted on the
following pages to comment on these three topics:
¡
What is the tactic or best practice you attribute to your high
customer satisfaction scores?
¡
Discuss a situation where you successfully turned a negative client
situation into a positive.
¡
Provide an example of how your company improves business
procedures using client feedback.
Only one response has been included for each firm in this report.
To read all responses, visit QualifiedRemodeler.com/
customer-satisfaction/.
GuildQuality was founded in 2003 by Geoff Graham during his time
as a real estate developer to be a surveying solution for small to
mid-sized home builders and remodelers. Since then, GuildQuality
has grown to become a leader in web-based customer satisfaction
surveying for the residential construction industry. With thousands
of companies who are members of the GuildQuality community
of quality and having surveyed more than 1 million homeowners,
GuildQuality is the trusted partner of homebuilders, remodelers
and home improvement contractors who value gathering authentic
customer feedback and providing high-quality service to their
customers. Top residential construction professionals rely on
GuildQuality's customer satisfaction surveying, performance
reporting, and marketing tools to help them monitor, improve and
share their commitment to quality and receive the recognition they
deserve for doing exceptional work.
QualifiedRemodeler.com QR July 2017 41